Tech Stack

Description

You will provide enterprise-level IT support to internal teams at Roku, diagnosing and troubleshooting software, hardware, and network issues. Your role includes triaging requests, maintaining SLAs, documenting fixes, and participating in on-call rotations to ensure system health and minimize downtime.

Requirements

• Minimum 5+ years of IT support experience
• Experience with Mobile Device Management platforms (e.g., JAMF, Intune)
• Experience supporting Atlassian products (Confluence, Jira, Jira Service Management, Assets)
• In-depth knowledge of network concepts and protocols (RPC, DNS, DHCP, TCP/IP, OSI model)
• Excellent knowledge of Windows and Mac OS, intermediate knowledge of Linux

Responsibilities

• Serve as initial point of contact for resolving technical issues (access, computers, applications, network, hardware, etc.)
• Monitor and respond to requests in the internal Helpdesk Channel and ticketing system
• Perform installations, configurations, and troubleshooting of OS, software, and networking
• Document issues, create knowledge base articles, and recommend process improvements
• Participate in on-call rotations and proactively monitor system health